I/T Remote Support
IT Remote Support
Welcome to the GoRev IT Remote Support Tutorial. In this tutorial, we will focus on the process of starting a Teamviewer Connect Session in GoRev. A Teamviewer Connect Session will allow GoRev IT Support Agents to see your computer screen and remotely assist you with your GoRev issue.
What is a Teamviewer Connect Session?
When calling into GoRev Support, one of our Support Agents may ask you to start a Teamviewer Connect Session to remotely access your computer, gain additional problem information, and solve the issue you are experiencing. As a GoRev user, a Teamviewer Connect Session can be started in three main ways.
- Starting a Session using The GoRev Login Screen
Using The GoRev Login Support Button
First, as a GoRev user, a Teamviewer Connect Session can be started on the GoRev Login Screen. To begin, click on the “Support” button on the GoRev Login screen.
Utilizing The Screenconnect Icon
After the Support Help window becomes visible, please click on the “ScreenConnect” button in this window.
STARTING A NEW SESSION
At this point, a Teamviewer Connect Session window will be present on your screen. To continue, please click on the Start Remote Support Session button in this window.
Should you encounter the error message below click on the OK button to close the error. This time hold down the SHIFT key WHILE simultaneously clicking on the Start Remote Support Session button. This will now allow Teamviewer to launch
This next page will sit for a few extra seconds, seeming like it isn’t doing anything but, it is in fact loading in the background.
Now you will be at the Disclaimer screen. Please click on the Accept button at the bottom of this screen.
This will be the next screen that pops up. Even though it is asking for you to type a message don’t do anything on this screen. It will go away in a few seconds and bring you to the RECEIVE SUPPORT screen where there is a block to type in a session code that will be supplied by your GoRev Support Technician.
If neither of these screens pop up, you haven’t installed Teamviewer yet. You will need to look in your downloads folder and find the Teamviewer install file and double click that to install Teamviewer on your computer. Just click that you agree with the licensing and then click ok to all the screens keeping all the defaults. Eventually Teamviewer will say it is installed. Then you will have the two screens we saw above when following the steps again.
Enter the session code the GoRev support tech gives you and click on the Connect button.
The next screen allows us access. Please click on the ALLOW ACCESS button.
When this screen is showing the GoRev technician will have remote access to your computer to watch your process or take control should need be.
2. Starting the Session in The GoRev application
Using The GoRev application Support Button
Second, as a GoRev user, you will have the ability to start a Teamviewer Connect Session from within the GoRev APPLICATION. To begin, click on the “Support” button in the GoRev Application Toolbar.
Utilizing The Screenconnect Icon
After the Support Help window becomes visible, please click on the “ScreenConnect” button in this window.
Starting a New Session
At this point, a Teamviewer Connect Session window will be present on your screen. Follow steps above at STARTING A NEW SESSION towards the top of this document.
3. Starting the Session Using Help.GoRev.com
Lastly, as a GoRev user, a Teamviewer Connect Session can be started by utilizing Help.GoRev.com. To begin, please enter help.gorev.com into the URL Field of your preferred web browser.
Note: Please make sure that you enter help.gorev.com into the URL Field, not www.help.gorev.com, as the www. will cause the URL not to function properly.
Starting a New Session
At this point, a Teamviewer Connect Session window will be present on your screen. Follow steps above at STARTING A NEW SESSION towards the top of this document.
Additional Resources
GoRev Support Team
If you have any additional questions or concerns regarding this tutorial, please contact the GoRev Support Team by phone at (317) 794-3900 or by email at ask@gorev.com
Note: Always submit an IT Support Ticket detailing the problem that you are experiencing with this portion of GoRev, if possible, as this will give GoRev Support Agents access to information that will help expedite the resolution of your issue. If you are unsure how to submit an IT Support Ticket in GoRev, please see the IT Support Ticket Creation tutorial for assistance.
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